Member Service Representative II-CCO/MLO

$42,411 - $49,317/Yr

Navy Federal Credit Union - Winchester, VA

Full-time - Entry Level

Winchester, VA

Credit Intermediation and Related Activities

About the position

The Member Service Representative II at Navy Federal Credit Union plays a crucial role in delivering exceptional service to members within a structured contact center environment. This position requires responding to inquiries and requests from members and other individuals in a high-volume, 24/7 operation. The representative will provide comprehensive information regarding Navy Federal products and services, demonstrating a strong knowledge base, active listening skills, and the ability to adapt to multiple systems and engagement methods to ensure an optimal member experience. The role involves performing transactions related to mortgage and other Navy Federal accounts, including savings, checking, consumer loans, credit cards, and IRAs. Additionally, the representative will advise members on products and services that may meet their needs, fostering positive interactions and enhancing member satisfaction. In this position, the representative will be responsible for providing mortgage information, responding to inquiries about mortgage applications, and reviewing loan applications to ensure compliance with federal and Navy Federal guidelines. The role also includes implementing automatic payment options for mortgage and equity loans, protecting and verifying the identity of callers, and taking action against potential fraud or abuse. The representative will analyze and resolve discrepancies related to member accounts and loans, counsel members about Navy Federal's offerings, and execute first call resolutions, which may require follow-up and research. The representative will also identify opportunities to cross-sell products and perform account transactions, including initiating fee adjustments within their authority. Overall, the Member Service Representative II is expected to perform all duties required for MSRs in the contact center, ensuring a high level of service and member engagement.

Responsibilities

• Provide mortgage information to members regarding products, services, policies and rates.
• Respond to inquiries about mortgage applications, processing status, problems and concerns.
• Review and evaluate mortgage loan applications to ensure viability and compliance with Federal and Navy Federal guidelines.
• Implement and update automatic member payment options for mortgage and equity loans.
• Provide member service via phone or other media as available (e.g. email, chat, etc.).
• Protect and verify identity of caller; review account information for alerts and account irregularities.
• Take action and respond to situations/patterns of activity indicating potential fraud or abuse.
• Understand and comply with federal and other regulations relating to financial products and services.
• Analyze, research and resolve problems and discrepancies related to member accounts/loans.
• Counsel current prospective members about Navy Federal's products and services.
• Execute first call resolution; may require research, follow-up, return calls.
• Identify opportunities to cross service products and increase product penetration.
• Perform account transactions.
• Initiate fee adjustments and/or other monetary incentives for members within scope of authority.
• Effectively perform all duties required for MSRs - CCO.
• Perform other duties as assigned.

Requirements

• Experience in member/customer service preferably in a call center, retail banking or financial institution.
• Experience in managing multiple priorities independently and/or in a team environment to achieve goals.
• Effective skill in producing desired results and achieving goals and objectives.
• Effective skill maintaining composure in a high production and changing environment.
• Effective skill navigating multiple screens and PC applications and adapting to new technologies.
• Effective skill performing basic mathematical calculations and working accurately with numbers.
• Effective active listening skills to accurately respond to inquiries and account requests.
• Effective skill exercising initiative and using good judgment to make sound decisions.
• Effective skill building effective relationships through rapport, trust, diplomacy and tact.
• Effective verbal and written communication skills.
• Effective skill interacting tactfully and effectively in difficult situations.
• Effective organizational, planning and time management skills.
• Effective skill in resolving member/customer problems.

Nice-to-haves

• Experience in the mortgage lending industry.
• Experience in high volume call center situations.
• Working knowledge of accounting, credit and/or lending principles and techniques.
• Working knowledge of NFCU Contact Center procedures, policies and practices.
• Familiarity with savings and checking products, accounts and services.
• Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts.
• Familiarity with NFCU mortgage products, services, programs, policies and procedures.
• Experience in a sales, cross selling or up-selling environment.

Benefits

• Highly competitive pay
• Generous benefits and perks
• Hybrid workplace options
• Career development opportunities
• Recognition programs for employee contributions